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Bath Rugby Club, UK

The increase in capacity at their stadium presented a significant challenge for the club, as they need to sell out every home game. This will not only generate additional ticket sales revenues, but also provides a great opportunity to sell additional products and merchandise to a larger audience than ever before.

A secure ticket phone line is therefore essential, and the club had experienced issues with previous suppliers, such as calls not reaching the ticket office. Mark Wenban, Ticket Office Manager, Bath Rugby Club, comments, "We knew we needed to introduce a more secure, reliable and cost-effective call handling system which would be able to meet all of our ticketing requirements. We also placed greater emphasis on customer service, as we recognise that our fans are the lifeblood of the club".

The club also recognised that improving the experience a customer had when booking tickets via the phone would encourage them to do so again. It also gave them a captive audience that they could communicate promotions to, such as ticket offers and new merchandise. Oxygen8 Communications now provides Bath with its 0844 ticket booking line along with an Interactive Voice Response (IVR) service which enables supporters to book match tickets quickly and easily.

Oxygen8 is also providing a service which allows Bath Rugby Club to have a much tighter control over its telephone-based ticket booking operations, enabling the Club to place customers in a call queue. This also gives the ability to upload audio files and offer supporters additional ticket information.

Wenban continues, "The introduction of an IVR call handling system provides us with much broader functionality than we have had before. We are able to hold callers in a queue, which enables us to provide them with further information whilst they are waiting on the line. Furthermore, we have been able to reduce the cost of calls and are able to control the operating hours of the line through pre-set configurations on the internet, which is a big step forward for the ticket office at Bath Rugby Club."

In addition to the Oxygen8 platform meeting all of Bath's price/performance requirements, another benefit is that the contact number has a historical link to the Club - 1865 is the year that Bath Rugby Club was founded.

Shane Leahy, Oxygen8 Communications Group CEO comments, "It's great to be working with Bath Rugby Club as they look to improve interaction with their fans during the ticket sales process. The more they can improve customer experience, the more likely fans will continue to come to games, and more importantly, start to encourage friends and family to do the same."

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